ComplaintsforMercury Marine

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Motorguide Xi5 (36v) in November of last year. It would not hold a heading, and spot lock did not work right. Also, when tapping the remote to adjust left or right when in spot lock, it rapidly turns and goes the opposite direction. I tried the calibration, setting the mounting offset, updating via my NMEA connection, everything. Nothing would work, so I brought it to an authorized service center where they had it for 3 weeks. They said they replaced the *** module and the main board. None of this helped.When on the water yesterday, I was having all the same issues as before, so I attempted to recalibrate per the instructions and the head burned up. It was smoking, and apparently the motor now does not work at all because it will not even show it has power. The wiring to the motor from the boat is fine.I have already been down 3 weeks during fishing season, I get it back, and the first time on the water this happens. This is very discouraging. I built my entire system around ********, networked everything together, and purchased the cable to connect to my HDS Live units. I have had nothing but problems with this motor. All the same issues since day 1. I had the same unit in 24v on my last boat and it was perfect. I don't know what to do at this point. I don't have a box to return it anywhere and if I take it to that shop it will be weeks before I get it back and the last time it had everything internal replaced it didn't change anything at all. Very disappointed I spent over 2k on this.

  Business response

  09/17/2024

  Thank you for forwarding this complaint. We're very sorry to hear of the issues Mr. ********** has experienced with his MotorGuide trolling motor and would like to try to make it right. I'd like to have one of our MotorGuide Support experts connect with Mr. ********** to help resolve his complaint. 

  Customer response

  09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  What is the goal as far as resolution? I would like my entire trolling motor replaced at this point. Getting it repaired, again, is not why I started a BBB complaint. It has already been repaired once and that did nothing to help my issues. 
  
  Regards,
  
  ******* **********

  Business response

  09/18/2024

  Mr. *********** I'll have one of our MotorGuide support specialists reach out to you to discuss options to resolve your complaint. I believe we can come to an amicable resolution. 

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please call today or tomorrow. Once a resolution is reached I will close the case. 

  ************
  
  Regards,
  
  ******* **********

  Business response

  10/03/2024

  We are working with an authorized dealer to replace the trolling motor with a new one. 

  Customer response

  10/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Once the new motor arrives and works as it should I will gladly close the case. 
  
  Regards,
  
  ******* **********

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a New Mercury Marine boat engine. Serial #******** Drive # 2a371581 and had it installed on 6/30/2020. The installer was ******** ********** a certified Mercury Marine installer.I had put approximately 35 hours of usage on the motor.I have done the proper oil changes and always check all fluid levels before I would leave the dock.On Saturday, June 29,2024, We took a boat ride from ******** (where I dock my boat) to **********, **. Upon my return trip my steering started to get more difficult. I was in the middle of my return trip and in the ocean with 3 foot seas. I was still able to steer the boat. about a couple miles into the problem I lost all steering and power. I positioned my 5 Guests so that I could get into the engine room. The Power Steering pulley came off the motor, punctured my thru hull wire, and fractured & disengaged the serpine belt that allows the entire engine to run. Thank God I was traveling with another boat. He towed me to a mooring, on an island which was close by. I unloaded my passengers to him and I called a towing compani that works in the water. Sea Tow. I took pictures and sent them to ******** ***** (the installer) They reached out to the Mercury ******** told the that I was out of warranty and would not cover the issue. I have owned other Mercury engines, asked other boat owners, and never had an issue where a pulley came off the motor. There was Certainly no user error or neglect.There was a default in the part or the installation of the part at the factory because the Installer did not put that part on seperately. I had owned the same Mercury engine for 20 years and never had any parts just come off.I had to clean up the mess in my Bilge, I had to remove all the broken arts and bring to ******** dealer. I purchased the new parts and installed them. I want Mercury Marine to pay me back for, AT A MINIMUM, the parts which was $1300.00 I received a motor with a defective part.

  Business response

  08/12/2024

  Thank you for the opportunity to review this customer complaint. The warranty for ************************ engine expired on June 23, 2023. As such, this failure occurred approximately one year after the expiration of the warranty. However, if ******************** will email the receipts detailing his out-of-pocket repair costs to ************************************************************* (Attn: ************************* in the subject field) we'd be happy to review his request for reimbursement. 

  Customer response

  08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear belo

  Hi *******************.  Thank you for your quick response.  Included with my complaint I attached my original purchase bill,  But, also the bill for the parts that I had to purchase from your dealer.   It did not include any labor or additional money paid to the SeaTow employee.  Please let me know if you can open that attachment.  If not, I can send it to your email.
  
  Regards,
  
  *************************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2024 new Tahoe T21 Boat with a new Mercury motor on it serial number ******** on 4 July. Took it out 5 Jul and was dead in the water 10 min after we launched due to a catastrophic engine failure. Took it back to the shop that day and it has been sitting there. Mercury is playing games with the service shop, meanwhile I am without a product I am paying for. They keep asking the shop for this test and then that test...It's a new motor and needs to be replaced. I contacted them and they tell me to work with my dealership. The customer service is junk just like this brand-new motor.

  Business response

  08/09/2024

  Thank you for the opportunity to respond to this complaint. Our records indicate that a complete replacement engine was delivered to Shot's Marine on July 23, 2024. Mercury Marine believes this matter to be resolved. 

  Customer response

  08/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased an Alumacraft boat with a mercury marine pro Xs 115 motor vin: 3B298211 on May 15th 2024. Starting two weeks after purchase I noticed the smell of gas on the oil dipstick. Per the mercury manual it states if gas smell is noticed in oil bring to nearest service center immediately. I brought it to revolutions powersports in *********** ND. Where they diagnosed the problem in collaboration with mercury marine tech support. mercury stated replacing the fuel service manager would fix the problem. Revolutions ordered the part and replaced as directed. After taking the boat out the problem was much worse with the gas causing the oil to be overfilled by a substantial amount of which the mercury manual states to never overfill the oil in bold letters. The motor has been worked on for 3 weeks with no solution being found. I have voiced my concern regarding the motor being over filled and requested for mercury to extend the warranty by two years or replace the motor as per their manual overfilling may damage the motor. This is deeply concerning as I spent $36,000 for a new boat that I havent been able to use as it has been in the shop for a month and may have internal damage to the motor. Mercury is refusing to extend warranty or replace the motor. Of note the labor and part costs are nearing $4,000.00 with no definitive fix in sight. I have tried to work with customer service but have been ignored and was actually hung up on by Mercury Marine tech support. I can gladly further explain the situation via phone call if that helps. Thank you!

  Business response

  07/12/2024

  **************** and I discussed his concerns on Wednesday, July 10. Prior to the call, our service dealer advised they had completed repairs, installed a propeller with a lower pitch to allow the engine to reach rated RPM, and sea trialed the boat successfully with no recurrence of the issue. I relayed this information to ****************. Additionally, to ensure there was no internal damage to the engine, Mercury agreed to cover the cost of two compression tests (one immediately and one in the fall prior to winterization) to verify the health of the engine. Additionally, as a goodwill gesture, Mercury extended the warranty of ******************** engine for one year. 

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  **** was great to work with you could tell he cared and wanted to resolve the situation as soon as possible. 
  
  Regards,
  
  Gage ******
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Recently we purchased a new boat Wellcraft 302 Fisherman powered by 2 new Mercury Verado 350. After delivery, we ran the boat for 20 hours and returned to Dealership (InterMarine) for first Service (allowed between 20 and 50 hours, but I decided to do as early as possible since boat production was 2023). After serviced, we took the boat and went to **********. On the way there and back everything was fine. No alarms or warnings on Mercury Vessel View. We came to ************************************************ where we keep our boat on June 15 and docked fine. I rinsed the boat with engines still upright as recommended by Mercury. Before leaving I tilted the engines all way up (Mercury allows for flushing in either vertical or tilted position) and flushed engines in sequence for about 12 minutes each. On June 21, I got a call from ****** to move the boat to a new slop asap. I came with my son and a friend, I lowered the engines, turned keys and attempted to start engines. Apparently Port engine did not start, but I missed that because the Star engine was up and running. When I tried to turn boat with Joystick, I realized I was running on one engine. I tried to start Port engine 3 times, it was rotating by starter but not starting, no error or warning messages appeared. I made it on one engine to a new slip, docked, tilted and flushed the engines and immediately called the Dealers Maintenance. Their Tech came on Tuesday June 25, asked if there were any messages on Vessel View, and after I reported none and he connected diagnostics computer, he attempted to start. Engine started, worked for about 7-10 seconds and stopped (jammed). Later he found water in intake. Mercury denies Warranty claim filed by InterMarine. They try to tell there is no manufacturer defects. At the same time they tell I did nothing wrong. The fact is they want me to pay for 25+k repairs while to me it is absolutely their fault since I did nothing wrong, while they failed to install adequate engine protection.

  Business response

  07/11/2024

  Thank you for providing us the opportunity to review and respond to this case. Per our case notes, a Mercury representative spoke with ******************** on July 8th. The representative reviewed the findings and Mercury's position. ******************** disagreed with the findings. The Mercury Representative agreed to escalate ************************ position to his supervisor. Based on the escalation, Mercury's Field Representative is currently working through Intermarine to schedule a visit to review the findings with Intermarine and ******************** in person the week of July 15th. Mercury requests that Mr. ******** contact Intermarine to confirm he can attend the meeting in person. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  After receiving information from Mercury Marine (****) about putting on hold contacting my ***************** in view of escalation and coming visit of another Mercury Tech, I confirmed my availability and provided my schedule. Up to the moment InterMarine has not come back with dates/time. However, as far as I understand, it is not a Tech visit that could bring any light to causes of Mercury engine to blow up, but its removal, disassembly and thorough investigation. So, at this point, unless Mercury confirm they accept Warranty Claim and will promptly replace or repair their defective engine, I cannot confirm any resolution to the matter.

  Here are some questions that I would require answers from Mercury to so that I can further decide how to handle this situation.
  1. What exactly was the reason for water getting into intake of just the Port engine while both engines were working in same conditions?
  2. Is it possible that this water has been accumulating over the time? Engines were manufactured in 2023 but we purchased in April 2024 and took delivery only in May 2024.
  3. What is Mercury design for protecting engines from water intrusion?
  4. Do they have any sensors that would trigger alarms and prevent engines from starting (same as exist for oil, cooling system, etc.)?
  5. Why the Port engine started and got blocked? When it did not start, I tried only a few times and immediately called for Service. Under my supervision it was still alive, and was blocked only when a Tech trained by Mercury came.
  6. Does Mercury have any procedures their train their Techs with to trace problem of water intrusion before attempting to start engine or is it a normal procedure in case engine does not show any alarms or warnings?
  7. Why in Operating Manual there is even no mention of potential water intrusion in troubleshooting after engine fails to start?
  8. Does Mercury consider me as owner and operator to fail at any procedures, maintenance, etc? If so, please specify and explain exactly, also present proofs for such conclusions if any.
  9. How Mercury can guarantee that same or similar problem will not re-occur on the engine after it is repaired?
  10. Why Mercury suggests only one form of repairs - the most expensive one - replacement of complete block, without even opening the engine for inspection and identification of scale of damage? It started when Tech came and worked for only about 5 seconds, this is not a sufficient time for substantial damage. Most likely problem can be with 1 or 2 cylinders that can be repaired?
  11. How exactly Mercury comes to the conclusions that this is not a Warranty case? Can they indicate exactly in Warranty Manual?
  12. How often, on what % of engines water intrusion problems have appeared in last 5 years? In what % of such cases this lead to complete damage of engine and replacement of the whole block?
  13. What jobs are to be performed at ***** hours first service? Would this service have detected any water in intake or is it just oil change?
  14. Does Mercury have a mandatory requirement to purchase and install engine covers after each use? 
  15. What exactly does Mercury do to inform new engine owners about possible permanent damages caused to engines by unidentified water intrusion?
  16. How much costs a water or humidity sensor and its connection to Mercury Verado engine safety system?
  17. Was installation of such sensors ever considered? If not - why? If was considered but rejected - why?
  18. Will Mercury plan to issue any Service Bulletins to address this issue?
  This is not the complete list of questions, but so far the most important to get answers from Mercury. I would like to ask you to share this list with Mercury so that they come prepared, not just to tell again it was Act of God or Act of Nature or alike.
  Please also inform them that it is not their engine failure, but specifically Mercury reaction and unwillingness to accept this as manufacturer defect and thus a warranty case, that led to worsening  of my certain conditions along with loss of use of the recently purchased boat with new engines that have only 14 hours after 20-hours first service (that I did well before the allowed maximum of ************************************************************** use for a long time (and thus accepted certain financial loss of 30 hours). We also lost our sons vacations since main purpose of purchasing this boat before summer, were the plans for extensive use (*******, Keys, Okeechobee-***************-********-***** route, etc.) Instead of all this we had to send our kid to summer camps that he doesnt enjoy much, while I have to deal with very strong depression and other conditions. 
  
  We are still suggesting Mercury to amicably solve this situation and best replace or at least repair the engine solely at their own expense under Earranty Agreement. We would be ready to sign release from any further legal claims that we are ready to file and that will finally lead for Mercury to much bigger losses than replacement of their faulty engine. 

   
  Regards,
  *****************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  4/26/24 is the date of first interaction with Mercury Marine by authorized dealer Marine *** in order to get guidance on repair issue for the starboard motor that will not start. Issue was not resolved 5/10/24 is the 2nd date of contact with Mercury Marine by authorized dealer Marine *** in order to get guidance on repair issue for the starboard motor that will not start. Issue was not resolved.Authorized dealer's service Manager "*********************" has made numerous calls to Mercury Marine for next steps in repair but Mercury Marine will not answer. "******" the only service technician who specializes in these engines (Diesel TDI) and has been working with Marine *** has not returned any of the dealer calls and I the yacht owner myself have called Mercury as well explaining the situation to whoever answers the phone. ****** is never available and they all tell me they will pass on the message to him but he refuses to assist us in resolving the matter.These engines are approx. $45K each and Mercury is supposed to assist. A PDI (Pre Delivery Inspection) was done and I am registered with them. I am hoping Mercury can resolve my issue and no further escalation is required.The dealer "Marine ***" technicians report of attempted troubleshooting is attached. On both dates ****** was the Mercury technician, on the phone with the dealer walking them thru potential fixes. The support from Mercury for these engines is little to non. In ******* the main service dealer that worked these engines for me was Sun Power Diesel. They no longer service these engines citing "NO SUPPORT" from Mercury. There are only 2 dealers in the state of FL that will work on these engines, Marine *** being one of them

  Business response

  07/11/2024

  Mercury Marine is committed to providing exceptional customer service, including supporting the repair of our products through our Authorized Dealer Network. I apologize for the repair delays associated with this boat and for the breakdown in communication between MarineMax Miami and our Dealer Support Team. Mercury will re-engage with MarineMax and work quickly to help resolve the issues with this boat. 

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While Mercury has initiated contact with the dealer, the issue still remains, the boat has not been fixed. Many hours have been spent going back and forth with Mercury that the dealer is billing me for. I am responsible for $5000.00 so far and the issue still has not been fixed. Mercury sent the dealer a test SIM module which did not resolve the issue and now states that it could be another component which was never bought up to the dealer before resulting in excessive hours spent and excessive billing to me.  

  
  Regards,
  
  *******************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had to warranty out drive, paperwork and pictures were provided last year to show proof of purchase on the new drive, the new drive from that has failed again the same way within the warranty period however local Merc has stated they will not honor a warranty of the new drive because they "gifted" the new drive to us last year. As you can see from below was sequence of events from that warranty replacement. This is the 2nd NEW drive that has failed the same way, nothing from the fault of us however OEM but to be told the warranty is not honored because we were "gifted" a new one last year, that just is not right. We just want the drive replaced. It was noted last year there were a few others that had failed the same way within 2023.THE DRIVE FAILED LAST YEAR BECAUSE OF A LOOSE TOP CAP ON THE **** AND SINCE THE DRIVE WAS AN INSURANCE REPLACEMENT, THE CONSUMER THOUGHT THEY HAD TO GO BACK TO THE INSURANCE. IT TOOK A WHILE BEFORE THEY GOT AN ANSWER FROM THE INSURANCE THAT IT WAS A WARRANTY ISSUE. DLR SENT THE PURCHASE INVOICE, PICTURES, AND EMAILS TO/FROM INSURANCE THAT COULD PROVE THE PROBLEM HAPPENED BEFORE THE END OF THE WARRANTY PERIOD. + AUTHORIZING FR LABOR P&A WARRANTY PREAUTH FOR STERNDRIVE UNIT R&R MD28 AND DIAGNOSTIC MD75 (EXCP 0.5). NOTE: WHEN THE FAILED UNIT IS RETURNED & PREAUTH SUBMITTED AS A CLAIM, PLEASE INCLUDE "NEW" REPLACEMENT UNIT S/N IN THE PREAUTH NOTES/REMARKS FOR TRANSFER OF REGISTRATION/WARRANTY BY MERCURY.*****DLR/START (06/01/2023) NEW SERIAL #******** RECEIPT E-MAILED DLR/END***** *****/**************************** (06/02/2023 10:57:11 AM) [REGISTRATION TRANSFER REQUEST SENT]***CLAIM DISAPPROVED PENDING RETURN OF DRIVE. PLEASE RETURN WITH DENIED CLAIM TO: MERCURY MERCRUISER WARRANTY ****** W6250 PIONEER RD PLT ******************************************************. *****/********************** (07/05/2023 15:12:00 PM) YOUR SHIPMENT 1ZX5A4710397465006 DELIVERED ON WEDNESDAY, JUNE 07 AT 11:21 A.M. AT DOCK DELIVERED TO ***********, WI ** RECEIVED BY: ******* PROOF OF DELIVERY

  Business response

  06/26/2024

  Mercury Marine takes the concerns of our customers very seriously. Thank you for the opportunity to review this case.
  

  Mercury has no communications or claims logged under Bravo drive serial number ********. The original drive, serial number ********, had active warranty from 12/31/2021 through 12/31/2022. Despite the expiration of the warranty in 2022, Mercury covered its replacement in July of 2023. Any remaining warranty from 2A389630, would have transferred to the replacement, 2A765514, at that time. However, as the warranty for 2A389630 had expired more than a year and a half before the failure, there was no remaining warranty to transfer.
  

  Regardless, Mercury would like the opportunity to review the details of this recent failure. To that end, we'd like to contact ******************* directly to determine if she's working with an authorized Mercury dealer. If she is, we'd like to contact that dealer to better understand the root cause of the failure. 

   

  Respectfully, 

  *************************

  Sr. Manager, Customer Care

  **********************

  Customer response

  06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Mercury is requesting to speak to me for more details.  Below is from the mechanic.  I am available to speak and can include the shop and my husband for more details to discuss.  I am not sure why there is no log of the first warranty replacement.  My phone number is ************.

  The drive failed the same way as the prior one which absolutely baffles me. The drive had a Forward gear set failure just like the last one.

  they both had loose upper cap. Where the bolts came out by hand  

  After the first failure, I checked shift cable adjustment, I pulled the bottle and clean the lines. Double checked gimble bearing alignment, and everything was absolutely perfect drives slides all the way on and off by hand like should.. 
  Regards,
  
  ***************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Suntracker Pontoon Model: FB20, 2024 make year, blue color, 21'11" Serial #: ************ While breaking in our new motor, we noticed something was off. The RPMs didnt exceed 4100 and never trimmed out. The boat was dropped off on 4/24/24, where I purchased the pontoon (******************************* Marine). Per communication with ******, multiple tests and attempting to find out the issue(s). I was informed that they had reached out to Mercury Marine a few times over a period of a month. Some of the tests conducted by ****** included, fuel pressure test, compression test, engine sensor function tests, and cylinder drop test. All the test results came back inconclusive. Further testing recommended by Mercury was conducted, including fuel tests under difference scenarios, and performed recall with the fuel supply module. The fuel supply module test (a common issue with this motor) indicated good results. A diagnostic ruled-in possible engine timing issue, and ****** techs were making calls to Mercury techs for further assistances.Finally, after 6 weeks of waiting for our motor to be fixed, ****** informed me that Mercury had sent out a Rep to review notes and conduct a series of tests of their own. However, the issue was not resolved, and I still do not have a boat that I have been continuing to pay for, on top of having to cancel many planned trips with family, friends, and co-workers. In communicating with ****** through this process, ****** had petitioned to have the motor replaced after the findings were inconclusive (the first 3 weeks) without an approved engine tear down. Clearly, this was a defective motor, which Mercury refused to accept and replace in a timely manner, and Im on my 7th week of waiting and paying for a boat that I do not have. If the remedy is to replace the motor with a new one, it needs to happen as soon as possible, given I had been patiently waiting for the past 7 weeks, going on 8 weeks, which is highly ridiculous.

  Business response

  06/26/2024

  Mercury Marine takes the concerns of our customers very seriously. Thank you for the opportunity to review this case.

  Mercury Marine shipped a new replacement engine to ******************************* on June 13th, 2024.We apologize that the timeliness of the repair did not meet the customer's expectations. 

   

  Respectfully,

  *************************

  Sr. Manager, Customer Care

  **********************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a problem with a boat part from Mercury ****** which failed in 2 months (5 hours use) I contacted Mercury and they keep referring to an older part which is out of warranty. When I explained the situation in detail they have not responded although I have emailed them on 2 occasions This is the email I sent to Mercury Marine Hi *** Thanks for your reply I think you are missing something information so I will go through the process step by step and I think you will see my reason for contacting you. 1:The transom was purchased in November 2021 from Land and sea 2: In August 2022 We found the water delivery tube in the leg had come detached. 3: *********** that purchased and installed the transom discussed the problem with Land and Sea and Land and Sea approved the supply and installation of a new water supply tube under warranty as it was a Mercury part that had failed. 4: A new water supply tube was ordered from ******** Marine and was on back order and did not arrive until December 2022, my boat was in winter storage and was unavailable for the NEW water tube to be installed until March 2023 5: The NEW water supply tube was installed on March 15-2023. 6: I used the boat for approximately 5 hours. 7: In May only 2 months after the second water tube installation it was found that the water supply tube had failed AGAIN 8:A third water supply tube has now been installed and a new water pump by Bridgeview Marine. WHICH I HAD TO PAY FOR $$$$$9: The second water supply tube is a preassembled part direct from Mercury and this failed after only 2 months or 5 hours of use. And I think the water supply tube from Mercury should be covered under warranty and this is what I am requesting to be reimbursed for the supply and installation of the 3rd water supply tube. Nothing to do with the transom and when it was registered. Hopefully this provides a better understanding of what has happened. Sorry for taking up so much of your time with this issue.

  Business response

  10/31/2023

  We are responding to Complaint ID #********, submitted by Mr. **********************

  Unfortunately, ************** did not provide any of the information necessary for us to research his complaint, such as the engine serial number. We attempted a search of the engine by his first and last name but were unable to find any matches. In order to further research Mr. ****** complaint, we would need him to provide necessary details such as the engine serial number. A telephone number and complete address would also be most helpful.

  We hope this information is helpful to you. Should you have further questions or concerns, please contact our *************************** at ************ between 7:30 am and 4:30 pm, Monday through Friday CST.

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Mercury have requested that I provide my phone number and full address 

  the BBB state not to provide personal information 

  what should I do in this situation 
  Regards,
  
  *********************

  Customer response

  11/01/2023

  As requested by Mercury here is the information 

  Engine serial number ********

  My cell number ****************

  My address 

  *********************************;

  ***** **  ****** 

  v4c 3p5

  Thanks *********************;

  Business response

  11/16/2023

  We have reached out to the customer after finding he was sending e-mail correspondence to an unmonitored e-mail address. We are working with his Dealer at ********** Marine to see what occurred with the repair he is seeking a reimbursement for, and what labor was involved. Once we have that information on what the dealer did, we can then make a determination on what the corrective action course will be. We have reached out to ***** also to let him know what is going on with this.

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Still waiting for the review from Mercury of the invoice I paid to Bridgeview Marine hopefully that will come in the next few days 

  Regards, **********;
  
  *********************

  Business response

  12/04/2023

  This has been resolved, we are assisting the customer and covering the repairs. Contacted customer today, and he is reaching out to his dealer. Would have been resolved quicker, however the holidays made it a bit of an extended issue.

   

  Customer response

  12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a2021 sun tracker BB16xl pontoon boat with upgrade to 50HP 4 stroke out board mercury motor engine # 1C625608 which comes with 2 yr warranty order date July 10,2020 picked up boat April 17,2021. Boat has been winterized professionally 2021 &2022 in the Fall after taken out of the water for the season May 15 2023 put boat in water. ************ making a terrible noise sounds like it is going to blow up. Called mecury authorized repair shop couldnt get it in to look at it until July 20. Took it in July 20. Still not repaired today September 29,2023 We have not had use of our boat with approx 20 hrs on it all season but of coarse still paying on the loan. Numerous calls to Mecury Marine and Tracker Marine where the boat has been since July 20. They are supposed to be working together to solve the problem terrible communication between the two every time we call one or the other we have to explain the whole situation. Waiting at the moment to get a return call back from both Mecury Marine manager and Tracker Marine service center. We paid a total of approx 22,000$ for a boat we can not use. The approx cost of the motor itself is currently listed at 7,000$

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩